Please use this identifier to cite or link to this item: https://hdl.handle.net/10356/82805
Title: An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports
Authors: Yeo, Gi Tae
Thai, Vinh V.
Roh, Sae Yeon
Keywords: Port Service Quality
Customer Satisfaction
Container Port
Korea
Issue Date: 2016
Source: Yeo, G. T., Thai, V. V., & Roh, S. Y. (2015). An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports. The Asian Journal of Shipping and Logistics, 31(4), 437-447.
Series/Report no.: The Asian Journal of Shipping and Logistics
Abstract: Ports play a critical role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers—shipping lines and cargo owners—and result in their dissatisfaction. However, what constitutes port service quality (PSQ) and its influence on the satisfaction of port customers has not been well investigated in the literature. Therefore, this study investigates the concept of PSQ and its influence on customer satisfaction in the case of Korean container ports. Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction is proposed. The model was validated through a survey of 313 members of the Korean Port Logistics Association (KPLA). Partial least squares structural equation modeling (PLS-SEM) was conducted to confirm the PSQ dimensions and to examine their relationship with customer satisfaction using SmartPLS 3.2.1 software. PSQ is found to be a five-factor construct, and its management, and image and social responsibility factors have significant positive effects on customer satisfaction. In addition to its academic contribution, this study also contributes to management practices because port managers can use the PSQ scale to measure their customers’ satisfaction and justify investments in the quality management of port services.
URI: https://hdl.handle.net/10356/82805
http://hdl.handle.net/10220/40330
ISSN: 2092-5212
DOI: http://dx.doi.org/10.1016/j.ajsl.2016.01.002
Rights: © 2015 The Korean Association of Shipping and Logistics, Inc. Production and hosting by Elsevier B.V. Open Access funded by The Korean Association of Shipping and Logistics, Inc. Under a Creative Commons license.
Fulltext Permission: open
Fulltext Availability: With Fulltext
Appears in Collections:CEE Journal Articles

Google ScholarTM

Check

Altmetric

Items in DR-NTU are protected by copyright, with all rights reserved, unless otherwise indicated.